AccountId: 011433970860
ContactId: a88761f3-b44d-4024-b6e0-4b34278fd7cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62360 ms
Total Talk Time (AGENT): 22808 ms
Total Talk Time (CUSTOMER): 32340 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/a88761f3-b44d-4024-b6e0-4b34278fd7cb_20250415T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] from NMed. I needed to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] Thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] 02137794.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth, let me go back here [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, looks like our policy is effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] Alrighty, is there a reference number for the call?
[AGENT][NEUTRAL] Uh, just my name, [PII], first initial last name, yeah, that's it.
[CUSTOMER][POSITIVE] Name in today's date. OK, perfect. You have a great day, Miss [PII].
[AGENT][NEUTRAL] OK, thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.